scholarly journals Enhancing Customer Loyalty Through Quality Service Delivery in Hospitality Industry in Nigeria

2020 ◽  
Vol 02 (04) ◽  
pp. 23-31
Author(s):  
Adebowale Paul Adebayo ◽  
Joshua Ilesanmi Ademokoya
Keyword(s):  
Service Delivery ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Quality Service

Pengaruh Service Delivery System Terhadap Loyalitas Nasabah Penabung Suatu Survey Pada Bank Rakyat Indonesia Cabang Palembang)

2018 ◽  
Vol 16 (2) ◽  
pp. 90
Author(s):  
Rohmial Rohmial
Keyword(s):  
Service Delivery ◽  
Delivery System ◽  
Customer Loyalty ◽  
Simple Random Sampling ◽  
Matrix Analysis ◽  
Survey Method ◽  
Service Delivery System ◽  
Physical Support ◽  
Dependent Variables ◽  
Contact Personnel

The objective of this study are : 1) the application of service delivery system that can be applied by Bank Goveerment in Palembang, 2) the influence of physical support on customers, 3) the influence of contact personnel on loyalty of the customers of Bank Goverment in Palembang, 4) the influence of service delivery system on customer loyalty at Bank Goverment in Palembang. This study is done by survey method so as to describe the response from respondents. The samples are taken by using simple random sampling with 100 respondents. The instruments are observation, quesionares and interview, the data analysis is done by using descriptive and matrix analysis. The results of this research shows that all independent variables (physical support and contact personnel) significantly and positively influence the dependent variables (loyalty of the customers).

The moderating impact of emotions on customer equity drivers and loyalty intentions

2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Customer Loyalty ◽  
Positive Emotions ◽  
Survey Design ◽  
Emotional Responses ◽  
Point Of View ◽  
Customer Equity ◽  
Content Type ◽  
Loyalty Intentions

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

Service journey quality: conceptualization, measurement and customer outcomes

2021 ◽  
Vol 32 (6) ◽  
pp. 1-27
Author(s):  
Elina Jaakkola ◽  
Harri Terho
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Financial Services ◽  
Three Dimensions ◽  
Service Research ◽  
Research Approach ◽  
Critical Determinant ◽  
Content Type

PurposeThe quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes.Design/methodology/approachThe study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ.FindingsSJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality.Research limitations/implicationsSince service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects.Practical implicationsThe study offers concrete tools for service managers who wish to understand and develop the quality of service journeys.Originality/valueThis study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.

scholarly journals Challenges Faced by Devolved Governance in Quality Service Delivery: A Case Study of Turkana Central Sub-county, Turkana County, Kenya

2017 ◽  
Vol 7 (4) ◽  
pp. 87
Author(s):  
James K. Sirite ◽  
Henry Ongori ◽  
Darius Bosire
Keyword(s):  
Service Delivery ◽  
Survey Design ◽  
Quality Service ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
County Governments ◽  
Policy Makers ◽  
To Come

The purpose of this study was to identify the challenges faced in quality service delivery to Turkana Central Sub-county citizens of Turkana County. The study used cross-sectional survey design. The sample size selected for the study was 261.  Data was collected using questionnaires and interview guides. Data was analyzed by descriptive statistics and presented in tables and figures for ease interpretation. The major findings of the study show that devolved governance faces some challenges. For instance the devolved governance is faced with corruption, lack of transparency and accountability and inadequate funds. This adversely   affects quality service delivery to its citizens. The findings of the study would inspire policy makers at the county and national government level to come up with appropriate strategies to mitigate the challenges identified in order to improve the quality of services offered by the county governments.

scholarly journals Experiential Learning Curriculum Delivery Approach for Quality Improvement in Resource Limited Settings: Mobile Learning for Point-of-Care Technologies

2019 ◽  
Vol 11 (13) ◽  
pp. 158
Author(s):  
Nkosinothando Chamane ◽  
Tivani Phosa Mashamba-Thompson
Keyword(s):  
Health Care ◽  
Primary Health Care ◽  
Experiential Learning ◽  
Service Delivery ◽  
Point Of Care ◽  
Service Improvement ◽  
Quality Service ◽  
Resource Limited Settings ◽  
Primary Health ◽  
Resource Limited

BACKGROUND: Despite impressive progress that has been made in the provision of health care services to all, the issue of quality service delivery still remains a challenge particularly for point-of-care (POC) diagnostics in resource-limited-settings. Poor competency of primary health care workers in these settings has been shown to be amongst the main contributors to poor quality service delivery. FINDINGS: Participatory-based continuous professional development (CPD) strategies to support technology advancements in health care are recommended. Experiential learning approaches have been shown to be efficient in supplementing traditional teaching methods for both health care students and professionals. These approaches have been shown to further contribute towards continuous skills development and lifelong learning. CONCLUSION: This review therefore provided an overview of literature on experiential learning as one of CPD approaches in relation to health care service improvement in resource-limited setting. In addition, this review has recommended a mobile-based experiential learning approach to help deliver a quality POC technology curriculum to Primary health care-based workers in resource-limited settings.

scholarly journals Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Dimediasi Kepuasan Konsumen Pada RM. Wongsolo Malang

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 167-190
Author(s):  
Mariana Puspa Dewi
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Causal Relationship ◽  
Quantitative Study ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Price Perception ◽  
Research Type ◽  
Research Show

The objective of this research is to: (1) Review and analyze the effect of price perception based on customer loyalty of RM. Wong Solo Malang, (2) Review and analyze the effect of service quality to customer loyalty, (3) Review and analyze the effect of price perception through consumer satisfaction, (4) Review and analyze the effect of service quality through consumer satisfaction to customer loyalty, (5) Review and analyze the effect of consumer satisfaction to customer loyalty. This research type is a quantitative study in the form of a causal relationship. The population in this research was 100 consumers in RM. Wong Solo Malang. The technique used in this research is an accidental sampling. The analysis used is path analysis. The results of this research show that : (1) Price perception has a positive and significant effect on customer loyalty of RM. Wong Solo Malang, 2) Service quality has a positive and significant effect on customer loyalty, 3) Price perception has a significant effect on customer loyalty based on consumer satisfaction, 4) Service quality has a significant effect on customer loyalty based on consumer satisfaction, 5) Consumer satisfaction has a significant effect on price perception and quality service to customer satisfaction.

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

Dimensionality and Consequences of Customer Engagement: A Social Exchange Perspective

2019 ◽  
Vol 23 (3) ◽  
pp. 255-266 ◽  
Author(s):  
Raouf Ahmad Rather ◽  
Jyoti Sharma
Keyword(s):  
Factor Analysis ◽  
Social Exchange ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Affective Commitment ◽  
Academic Research ◽  
Customer Engagement ◽  
Marketing Theory ◽  
Empirical Results ◽  
The Impact

Based on social exchange theory (SET), as well as relationship marketing theory (RMT), this study investigates the impact of customer engagement (CE) underlying dimensions, namely, enthusiasm, attention, absorption, interaction and identification on customer loyalty and affective commitment in hospitality industry. This study also validates and confirms the multidimensionality of CE in hospitality industry. Perceptions of 240 hotel customers were used to explore the relationships. Exploratory factor analysis and confirmatory factor analysis followed by multiple regression analysis were employed to examine the data. The empirical results indicate that by contrasting two rival models, five dimensional model provides the solid foundation and accomplishes excellent fit for data. Empirical results suggest that CE dimensions have influential impact on customer loyalty. Similarly, results demonstrate that CE has significant and positive influence on affective commitment. These findings offer insight into dimensionality and consequences of CE for academic research and bring value to service contexts particularly hospitality.

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